A Warm Welcome: Guide To Greeting Guests At Airports

Handling passengers in an airport is a complex and challenging task, requiring efficient systems and processes to ensure a smooth experience for travellers. With the ever-increasing number of passengers, airports must adapt to manage the flow of people effectively. This involves the design of the airport terminal, the placement of counters, and the use of technology to streamline check-in and boarding processes. Additionally, providing excellent customer service and dealing with difficult passengers are crucial aspects of passenger handling, ensuring a positive experience for all.

Check-in and boarding

From the passenger's point of view, the building is primarily designed to provide handling processes for departure and arrival. These procedures possess different environmental demands, which result from safety/security and legal requirements. From the airport's point of view, safety and security of the processes are a major issue, whereas the passenger expects adequate service and comfort levels.

Handling difficult passengers

Firstly, it's important to remember that when a customer is upset, it's not personal. They're just taking out their frustration on you because you're there. That said, it can still be upsetting, especially if it's your first experience of dealing with a difficult customer. Try to pay attention and listen to the passenger's complaint, and reassure them that you understand and sympathise with their frustration. Ask them what will make the situation better for them, and hopefully, you can find some common ground to appease their frustrations.

If a passenger raises a concern or looks as if they're about to cause a scene, respond in a calm, quiet manner. Sometimes all it takes is a simple request from a member of staff to stop a certain behaviour. Nervous flyers may essentially be on a 'hair-trigger' and act in a way that is completely out of character for them. This can manifest as difficult or aggressive behaviour, particularly if alcohol is involved. Talk to them, acknowledge their fear of flying, and reassure them that you'll be there and keep an eye on them during the flight.

If a passenger is drunk, you are within your rights to stop serving them alcohol. Remind them that it's a criminal offence to be drunk and disorderly on board an aircraft, but be cautious, as telling a drunk person that they can't have any more alcohol can lead to conflict. Your airline should have a policy on how to deal with drunk passengers, but if none of these tactics are working, you should liaise with senior staff members on how to deal with the situation. If a passenger refuses to listen, senior staff members can notify the cockpit and further action can be taken. Pilots may request for passengers to be 'offloaded' if the aircraft has not yet departed or the police may be called to meet the plane upon landing. In extreme cases, the flight may be diverted or passengers can be handcuffed to their seats.

Airport design

To handle passengers efficiently, airports must consider the individual behaviour of passengers. This includes their tactical decision-making and route choices. Airports can use agent-based models to evaluate handling processes and identify areas for optimisation.

Check-in and boarding are critical functions that must be flexible and adaptable to accommodate increasing numbers of passengers. Software solutions can be used to capture, record, and process passenger data, improving the overall passenger experience.

Additionally, airports should consider the specific needs of different passenger profiles, such as business travellers, tourists, and attendees. This can influence the handling and service processes offered.

Customer care

Handling passengers at an airport is a complex process that requires efficiency and flexibility. From the passenger's perspective, the airport's infrastructure and processes should provide a seamless and comfortable experience, while the airport's primary concerns are safety and security.

To ensure efficient passenger handling, airports must consider individual passenger behaviour and preferences. This includes understanding the different needs of business, tourist, and attendee passengers, as well as providing tailored services for specific groups such as unaccompanied minors and VIPs.

One key aspect of customer care is the check-in and boarding process. This process must be dynamic and adaptable to handle increasing passenger numbers. Intelligent software solutions are crucial for capturing, recording, and processing passenger data, enabling better care and faster processing.

Additionally, airports can offer shuttle services and buggy rides to enhance the passenger experience, especially for those with reduced mobility or special needs. By optimising these services, airports can improve overall customer satisfaction and meet diverse passenger expectations.

Baggage drop

There are several ways to handle baggage drop. One is the one-step process, where the passenger can check in for their flight and drop off their bags in one go. This is similar to a regular manned check-in, but without the need for airline staff. Self-service bag drop systems are becoming increasingly popular in airports worldwide. These systems allow passengers to weigh, tag, and deposit their luggage into the airport's baggage handling system. They can reduce wait times and improve overall efficiency.

Another option is the two-step process, where the passenger checks in at a Customer User Self Service machine (CUSS) but goes to a separate station to input their baggage into the baggage handling system. This can be quicker than the one-step process as it separates the check-in and baggage input elements. However, it may not provide as good a passenger experience as it can seem cluttered and untidy.

Some passengers may also require additional assistance with their baggage. For example, unaccompanied minors or passengers with reduced mobility (PRMs) may need help from a skilled and professional team.

Frequently asked questions